Review VIP chats/emails and identify patterns, gaps, and best practices

Provide written + verbal feedback (message rewrites, coaching notes, live debriefs)

Run 1:1 coaching and case reviews to improve empathy, tone, structure, and de-escalation

Help build / refine VIP tone of voice standards, playbooks, and phrase libraries

Work closely with QA/Team Leads to drive measurable improvement

(Optional) Support AI training / prompt & dataset guidance focused on empathy and communication quality

Strong background in Customer Support / VIP service with proven coaching/training impact (Coach/Trainer, QA Coach, Team Lead, Supervisor, etc.)

Excellent written communication and the ability to “hear” emotion in text

Skills in consultative selling / persuasive communication (without being pushy)

Understanding of influence techniques / NLP (as a plus) and handling manipulation ethically

Confidence in coaching adults: clear structure, tactful feedback, behavior change focus

Fluent English and Russian (spoken + written)

Lunch compensation or catering provided directly in the office

Corporate sports teams for active recreation

Birthday bonus and a bonus for the birth of a child

Vibrant corporate events and team-building activities

We cover external training and provide access to a corporate online library

Flexible start of the working day